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Head of Operations & Service Development

As The Head of Operational and Service Development you will be responsible for driving business growth, optimizing service delivery, and achieving occupancy and revenue targets. This role focuses on strategic leadership, sales, marketing, and community engagement to position us a leading provider in the region. The role includes customer engagement, commercial initiative development, and overseeing regional performance to meet both financial and non-financial targets.

Main Role Purpose:

Reporting to the Directors and the Nominated Individual, the Head of Operations & Service Development will lead business and service growth through strategic development, operational management, and strong customer relationships. This role will involve managing the full sales process, engaging with local hospitals and community stakeholders, and ensuring that our services meet the highest quality standards.

Key Responsibilities:

Sales, Marketing, and Business Development:

Develop and implement sales and marketing strategies to meet occupancy and revenue targets.

Engage in customer relationship development with existing and prospective customers in the region to drive business growth.

Identify, negotiate, and implement new commercial initiatives with existing and new customers.

Own the tender and proposition development process, managing submissions for prospects within the region, supported by bid programme management and other workstream contributors.

Manage leads effectively, following the organization's sales and marketing processes to convert inquiries into move-ins.

Market our services effectively, utilizing strategic platforms and methods.

Operational and Service Development:

Oversee the operational management of care services, ensuring they are person-centred, safe, and tailored to meet individual needs.

Lead the mobilization of care packages, coordinating with operational and clinical teams to deliver high-quality care.

Monitor service performance against set objectives, identifying areas for improvement and implementing necessary changes.

Develop and maintain effective communication and collaboration with internal and external stakeholders, including service users, families, and professional contacts.

Customer Engagement and Relationship Management:

Build and maintain strong relationships with local hospitals, community groups, and other relevant stakeholders to enhance our visibility and generate new business leads.

Engage with internal and external specialists to advance clinical engagement with current and prospective customers in the region.

Represent us in community events, professional forums, and meetings, acting as an ambassador to promote the organization’s services.

Strategic Planning and Performance Management:

Research, propose, and develop the regional strategy and overall commercial objectives

Define annual and long-term regional objectives and create plans to achieve them, aligning with the broader goals set by the Board.

Lead the local management team, ensuring alignment with the regional strategy and commercial objectives, and support local managers in delivering growth, operational excellence, and productivity.

Deliver regional performance targets across both financial and non-financial measures, regularly reviewing progress and making adjustments as needed.

Service Quality and Compliance:

Ensure compliance with CQC’s Fundamental Standards of being Safe, Effective, Caring, Responsive, and Well-Led.

Lead preparations for CQC inspections, local authority reviews, and internal quality assurance processes.

Implement and monitor quality assurance systems, including audits and action plans to address identified areas for improvement.

Financial Management:

Manage the service budget, ensuring effective deployment of resources within financial parameters set by the provider.

Monitor financial performance, prepare regular budget reports, and address variances in income and expenditure.

Oversee pricing strategies and financial assessments for new care packages to ensure profitability and sustainability.

Person Specification:

Qualifications:

QCF Level 5 Diploma in Health and Social Care or equivalent (Essential).

Management qualification or relevant management experience (Desirable).

Registered Manager's Award (Desirable)